Disney cast members are the heart and soul of the theme parks. Their daily interactions with guests are a key part of the differentiation of the Disney experience. Coming out of the 2020 closure, there was a large cast member turnover. Even now, Disney is still recovering from this period which has had a long-term impact on the guest experience cast members deliver and ride reliability. We heard directly from Disney leadership about their sweeping plans to improve the guest experience.
During a recent business update, we heard from the president of the resort and his leadership team about their focus areas for the future. One key area they spoke about was hospitality and changes to the cast member experience to further this goal. This is the first report about these changes. We'll dive into everything we learned. Mickey Visit brings you the latest Disney news and planning resources, including the key Disney ride closures in March, changes to park hopping at Disneyland, and all the major Disney news. Disney is now launching their biggest cruise ship ever.
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Disney Cast Member Changes Rolling Out Now
Disneyland Resort President Thomas Mazloum and some of his leadership team met with about a dozen members of the media, including Mickey Visit, to share more on his current focus for improvement at the resort. We have already covered some of what he shared around plans for attracting young families, changes to park hopping and park reservations, the delay of a ride closure, and aims for changes to security improvements. They also shared more on the Disneyland monorail that got stuck and plans to improve ride down time.
Mazloum shared with us that they are analyzing every aspect of the guest experience to simplify the visit process. He also spoke to his plans to bring hospitality back into every interaction at the resort. He believes that starts with the cast members.
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While the Disney theme parks have an incredible slate of attractions and experiences, it is the cast members who breathe life into the offerings and create the real Disney “magic”. This need for the cast members to be a key driver of the success of the offering goes all the way back to Walt Disney. He is quoted as saying “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.”
The 2020 closure of the Disneyland Resort theme parks had a real impact on the operations of the park in the following five years. The theme parks were closed to guests for 412 days and during that period, cast members were furloughed. Many chose to retire or not return to the parks. The over a year-long interruption meant that the parks would need to staff up with new talent.
We heard from Brenai De Haro, Director, Operations & Integration at Disneyland, who manages guest feedback and cast member training. She brought detailed information about the current state of the cast member experience at the resort and their plans to improve hospitality for guests. The following information is from her presentation. While direct quotes weren't allowed, I am able to paraphrase the information.
Looking at the makeup today, 60% of the Disneyland Resort cast members were hired after the 2021 reopening. Many of the cast members being hired at the time were new to Disney and even new to the hospitality and service industries. She said many had never even experienced a Disney theme park and guests could feel that.
Many of these cast members were hired in a hurry to be able to staff up during the reopening period. Training sessions were held in a condensed time frame. The typically emotional and high energy Traditions class that teaches Disney history and cast member fundamentals was held virtually in a condensed time frame. The trainings had to focus more on safety and health protocols than hospitality. They had to focus on distancing rules and rapidly evolving reopening requirements.
Rather than an emphasis on the guest experience, they had to hit one focal point. Safety. It was all about masks, plexiglass screens, and distancing. De Haro grimaced as she reflected on what was a very difficult time for the resort.
She reflected on her own Traditions class eighteen years ago and the emotion it evoked. She spoke to how the class is meant to show what it means to be a cast member. That is really hard to do virtually.
Thomas Mazloum shared details about his experience arriving at Disneyland. He laid out three focus areas of a strategic plan for the future of the Disneyland Resort to drive the executive team's focus.
- Who is your customer today and are they happy? Do they plan to come back?
- How are we pulling in new audiences?
- Cast Members – Where do we hire them? How do we train them? How do we support them? Who are the leaders of the cast members?
Mazloum spoke about the last point. He emphasized the importance of the cast members. He said the cast members are the glue that holds everything together. He said that from all of the comments and emails that he receives, there is one through line for why people are inclined to come to Disneyland. They come to Disneyland because of how the place makes them feel and often that is in direct connection to a specific interaction with a cast member.
De Haro then spoke to the specific improvements they are working on around cast members at the resort. She shared that they are investing in a stronger emphasis in cast member training.
She said that training needed to evolve generally. She also specifically said that cast members who were onboarded during the reopening needed to be given the necessary tools to provide the guest service that Disney is known for. While Disney began this retraining effort in earnest a year ago, this is the first time that we have heard Disney speak about the effort.
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Here are the key changes being made with an eye toward improved hospitality for guests. The goal is to embed hospitality in the culture. She said that they have seen other companies try to roll out a smile policy and have seen it go completely wrong. Disney wants to avoid this by so deeply embedding hospitality into the culture. She said this is who we are and they have a commitment to get it right.
Extend Length of Traditions Training
First, she spoke about their move to extend Traditions. Any cast member that works anywhere at the resort goes through the day one of the Traditions programs. Then, all of the operations cast members go through a second full day of trainings called “Step Into the Magic”.
She shared that over the past year, they have taken the second day of the training and extended it into two full in addition to day one of Traditions for onboarding cast members. They found that they could more successfully role model the behavior they wanted from cast members and to prepare them for guest interactions in this setting. They were able to better set an expectation of being warm and approachable. She said they are still working on how to best use all the tools in their kit to set the expectations.
Part of that comes from building excitement among the actual training facilitators. She said that their love of Disney is contagious.
Retrain Cast Members Who Were Hired During Reopening
The art of hospitality is about how you make people feel. She said it is challenging to deliver that as a scaled business. How do you make sure that cast members have tools to make guests feel important? Every single moment matters.
She pointed to the working leads in the theme parks and to those 60% of cast members who started after reopening. She said they are actively doing programmatic work to retrain and bring hospitality into their daily trainings.
She said that they are actively bringing leads into training and giving them new development opportunities. She said that they are the heartbeat of the operation. They make sure that every person knows their role in the show and that they can deliver on that.
The cast members who did not get the full Traditions experience during reopening are now getting that training infused into their daily trainings. They have focused on retraining leads and are now circling back to other cast members in specific hot spots.
There are also other ongoing efforts to better inform and train cast members. She gave the example of trainings on menus. She said let's make sure the cast members have tasted the menu to be able to speak to it. She acknowledged that it is frustrating when someone hasn't tasted it and can't make comments about the food. She said they want the cast members to be equipped to answer questions and gave the example of menu training at Flo's V8 Cafe when the menu received a recent overhaul.
She shared that as part of this specific focus on servicing young families they are rolling out refreshed training to cast members in key areas to be able to best serve these guests. She said that guests come to Disneyland for the human connection. They want to help make cast members realize that everything they do can help bring hospitality for guests. She said that every time there are anticipated shifts in guest dynamics, like this upcoming Bluey launch and kids focus, they roll out additional training and reminders for teams. For instance, she said that if a cast member sees a family juggling trays, how do you help service them? A cast member could jump in and help bring the food over for them. She said that the small hospitality touches are really what makes this place special. This is part of their effort around attracting young families.
They want to make sure that it is clear how critical the cast member is in shaping the guest experience. She said that they focus on empowering cast members.
Reintroduce SERVICE Model For Hospitality
They used to teach the SERVICE model to all cast members. It was something cast members were expected to memorize to speak to the flow of service.
Just before the closure in 2020, they put the model in the vault because they felt they didn't need it anymore. Now, they have decided they again need to bring this simplified view of how to connect with guests back into the conversation.
De Haro said they decided to dust off the model to retrain leaders. She said it is an easy tool for leaders to remember. Many now carry it around in their lanyard. How can they use the model to create a baseline of hospitality?
Created 13 Statements of Intention Around Cast Members
Next, they came together with cast member leaders to create 13 intentions around the cast member experience. They had seen a gap in the cast member experience develop over the last year and a half.
They talked about what they want it to feel like to be a cast member. They discussed what the standards they can hold cast members to. She said that some are simple in nature, but writing them down was important. They had listed warm greeting as an example, but gave the clarification that a warm greeting at the front gate looks quite different from a warm greeting at the Haunted Mansion.
The standards range from being friendly and approachable to anticipating needs and going beyond what is expected. The final one is to have fun because when cast members are having fun, the guests have fun too.
Thomas Mazloum said that focusing on people who lead the cast members is equally important as the training for the cast members themselves. Those leaders need to understand what it means to be in the shoes of a cast member so that they have the empathy and understanding of what it takes to do that job.
Create Proactive Leaders
They ended by spelling out three specific focuses from leaders in training to create a hospitality environment.
1 – Solve for the guest
Cast members are asked to zoom out and understand what is happening around them.
While describing her goals around training, she mentioned a specific story. She said that she was walking through Fantasyland and saw a little girl crying because she didn’t want to get out of a stroller. She was pleased to see a cast member working at the entrance of an attraction bend down, pull out a Rapunzel sticker and give it to her. It completely deescalated the situation with the child and brought a smile to her face. She said she also saw the parents silently word thank you to the cast member when passing. These are the experiences that Disney wants to create even more of with their teams.
She gave another example that bird poop could ruin someone's day. Disney can't prevent the poop, but they can give you a new t-shirt. They want you to enjoy your day.
2 – Look for and acknowledge the good
She said that sometimes operators are focused on what could go wrong. Now, they want to encourage cast members to look for the good. She spoke to complimenting a cast member who was smiling and making it clear to guests that they were happy to be there.
3 – Leading in uncertain situations
Earlier this year, the Disneyland Monorail was stuck for a couple of hours. After the incident, one of the guests told a Guest Relations leader that they had missed their train. The leader bought them an Uber and train ticket to get back on their travel planning.
De Haro said that this turned into a moment for role modeling. She said that after the leader bought the ticket and Uber, some Guest Relations cast members pulled aside that leader and said they were surprised they were able to do something like that for a guest. This turned into a learning moment to show that it is their job to make something right by a guest in uncertain situations. This was a teachable moment and demonstrated how hospitality should be applied to guests.
She said that they have the lofty goal to make each day for guests flawless. Even if they can't do that, they are able to empower cast members to make each moment matter.
There is already a lot happening right now that is working with cast members. Thomas Mazloum shared some impressive stats about where cast members at Disneyland are today.
He said that 74% of the 36,000 cast members say they intend to stay at least five years or more with Disney. He said that they take this as a positive indicator that they are doing something right around pay, benefits, and training. He also said that they are able to fill two out of three management or salaried leader roles with hourly cast members.
Finally, he looked to the current turnover stats for Disneyland. He said that outside of Disney in the hospitality industry, employee turnover is 40-60% annually. He said that Disneyland sits at just 15%.
We are encourage to hear that Disneyland is investing in their cast members. We completely agree that these cast members make the magic and that their work has the ability to completely change a Disney vacation.
What do you think of the current Disneyland cast member experience? Is there any comment you would make? Share any story of a cast member interaction that you still remember with us in the comments below or on social media.
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This should extend to the hotels. We always looked forward to checking in and speaking to cast members. They gave us invaluable info about the resort and parks. It was not the same when we checked in online or picked up an envelope. Also they should focus on all age ranges at the parks not just young families. Older people love the parks too
Our cast member experience was magical when Anthony Reyes at Disneyana created magic for our granddaughter, bringing her onset to be a featured artist in their store. She aspires to work at Pixar someday. This experience taught her that her dreams are real and very possible. We will never forget this awesome gift
I sent this to DL last month…
On the App, there is no place to compliment the Cast Member in Mickey and Friends Parking.
On January 23, 2026 around 230pm, we were directed by Jose’ to find parking close to the restroom facilities after spending 90+ minutes on the freeway. I am a senior citizen and we both needed to use the facilities. If Jose’ had not sent us to the Chip and Dale parking level, my daughter and I would not had made it.
I want to acknowledge the extraordinary kindness shown by Jose’ to us.
Thank you.
This is only available for certain kinds of guests. My last trip proved this to me on more than one occasion. I don’t want to vacation where employees feel empowered to treat me as “less than.”
As someone who has gone to Disneyland and Disney World many times over the years, I’m so grateful to hear they’re getting back to this focus. I remember cast members who just take time to be kind, genuine, patient, funny and also don’t forget to have fun.
As a retired Imagineer I was excited to read that there is a new and essential plan to improve the training of the current staff of cast members. But I had to cringe when the first mention of our guests referred to them as “customers”. Since Walt first opened Disneyland I don’t believe he ever utilized the term customers. It’s antithetical to the entire approach a cast member is supposed to take and is a vital part of the philosophy of the Disneyland Resort.
Current casmber experience is dog shyte compared to pre Covid. Very excited about these changes.
When I went to Disneyland for the first time after the pandemic last year we had two terrible experiences with cast members. One cast member at rise of the resistance was literally yelling at the people in line and asking them if they’ve ever heard of what a wall was. Another cast member at Haunted Mansion wouldn’t even look up from her phone when I asked her a question. I did give them the benefit of the doubt but it’s still kind of ruined the magic for us and made our day Less Pleasant. I also feel like if you don’t have a family you’re probably going to miss a lot of that Disney Magic they’re not just handing it out to single people. Its good to hear Disney is at least trying to improve the customer experience.
Got to love a company that would rather save a few bucks by forcing all applications through an algorithm on their website rather than actually allowing in person applications. Especially for 20+ year former employee with good rehire status. Maybe if they hired in person they could weed out the bad seeds.
The reason cast member hospitality is down is because they significantly lowered hiring standards after Covid. It’s the new normal. Now they are looking to “train” these cast members correctly? Most of them never should’ve been hired to begin with.
From all accounts from my managers, I was a stellar cast member, I was always there and singing for people when they checked out or giving star wars tips tp tje new girlfriend who knew nothing about it.
The problem is, Disney doesn’t pay a living wage. If you want those types of candidates, especially with the strict and impersonal HR practices, and fewer park visit days, you need respect your employees by paying them enough to live.
Agreed! Even back in 2000, when my husband applied for a position with security, what he was offered was abysmal. He had 10 years of experience, executive protection education, and supervisory experience in the field and was only offered part-time and at a pay rate $5 less an hour than what he was currently making. It was what led us to move to Colorado the following year and we were significantly better off financially for it.
It’s good to hear there will be more training. I hope it’s consistent throughout all the lands. Another issue not addressed was the way Disney treats their employees. They need to do better.
I completely agree. Knowing many former cast members personally, it’s clear that they don’t treat their employees right. If your employees don’t feel valued, how can they make the guest feel valued? I’m hoping they honestly understand that the cast members make or break the guest experience, and treat them accordingly.
Bring back the kennel. Many people travel with their pets. This was a great service to many families.
I am so glad yo hear this! We are a Duaney family, having visited the parks more than 40 times. My wife and I had noticed during the last few visits that the “magic” of the customer service experience had disappeared. Many of the cast members no longer displayed the level of excitement and joy we had come to expect.
In November, we will be bringing our grandson to Disney world for his first visit. I hope it is as memorable as mine was in 1976. The cast members certainly have alot to do with that!
If they don’t hand out the book The Magic begins with Me at hiring anymore they should.
I understand that the new park guests feel more entitled than pre COVID times especially with the rise in costs adding to what they feel they should receive for that. Disney cast should show they too want to be there.
I’m so glad to hear of the refocus on guest experiences. One thing that has also changed negatively for us in the past few years is the need to be on our phones constantly. I hate the lightening lanes on the phones, dining reservations on the phone, hotel checking on the phones, everything on our phones etc. it has reduced our guest experiences to having our heads down watching our phones, rather than enjoying the environment in the parks.
I know cultural norms have changed but the cast members are more “scruffy” looking. I hate to be seem prejudicial but the male cast members with long beards and flowing long hair just seem out of place. Also, full sleeve tattoos that literally cover a cast member’s entire arm and non-standard piercings can make guests uncomfortable. Walt prided himself on clean cut, wholesome looking cast members which I admit would be way over the top now, and Disney acknowledges that by allowing discreet tattoos and longer beards and hair for men if well groomed, but the “new” Disney look is not being enforced and noncompliant cast members can make guests feel uncomfortable. Disney could go a long way by simply enforcing current standards to improve the guest experience and make it more magical.
Yes. The varied “alternative” looks bother me. Disney World is not a place for employees to “express themselves”, except when they can do so in concert with the theming of their workplace.
I’m glad to read of this emphasis on hospitality training for cast members. The explanation of the turnover and subsequent lapse of training, post COVID, explains a lot. Our visit approximately 18 months ago gave me the very first ever negative cast interaction. The young lady’s attitude of hating her job was on full display. I’ve been a lifelong and frequent guest to Disneyland since 1955. I was so disappointed and honestly saddened that Disneyland no longer felt like the happiest place on earth. I thought about reporting the incident but decided not to make a big deal about it but I’ve never forgotten it. Seriously, to this day, that negative experience still is one of the first things I remember about our entire week at the part. So, I’m really happy to hear that management recognizes the need to circle back to what has made Disneyland the special place it is.
I had an experience with a rude employee (with pink hair!) only once in the hundreds of Disney visits I made over the years. Yet, it stands out in my memory. Which, isn’t fair when you think about it. Disney always gave us their best. It’s good to know they are working on training. I do miss the days of clean cut looking employees!
PLEASE, bring back employee deportment and etiquette. The employees are so heavy that many have trouble moving. They look terrible. Long hair on men is awful, especially when it is a mess or dirty. Women don’t comb their hair or style it nicely either. Tatoos and body piercings should not be allowed. Nor should gothic makeup stylings. Emplyee demeanor should be improved. They should engage with guests and not carry on extensive, loud, and unacceptible conversations with employees. Bring back the old rules, both for the cast members but also guests. So many people look like slobs. Women should not show so much of their boobs and midriffs. Men should not have long hair, especially dreadlocks, and unkempt long beards. Parents should actually parent their children.
Unfortunately, given the changes in disability services, I cannot go to the parks anymore. Both my adult daughter and myself are mobility impaired and have chronic pain. She also has autism. We had started to save and plan for a trip for her 21st birthday and when the changes went through, we scrapped it. I am always happy to provide documentation from our physician, which is what I think the parks should require for disability services. The reasoning behind the changes were valid: people were not telling the truth. However, the change to only those with autism or similar issues left a huge population of those who needed services with no options. I grew up at Disneyland and have been more times than I can count. With a move out of state, it has been since 2012, after my dad passed (he wanted us to have a trip to our family’s happy place) that we have been. It was an amazing trip and even though we brought documentation to the park, we were surprised by not having to provide it, but by how kind cast members and other guests were to us. Sadly, we have not been back.
The only thing magical about Disney is how fast a trip there can make my bank account disappear. You are out pricing the very people who are your “customers”. Do your executives really need or deserve their outlandish salaries?
Their staff at Disability Services through the website needs some hospitality training. I wrote in, wanting to find details on one of the tours, to see if I could do it with my disability. Their response was to wait until I got to the park to ask. Seriously? Some of the special tours book up in advance. So, I saved about $400 and they lost $400 in revenue, AND I feel unwelcome.
Been going to Disneyland since 1958. The service post Covid was startling. We’ve’ had several truly positive experiences. One was a cast member playing Disney trivia with passengers waiting for the Disney train. Another was at Star Tours when I lost phone and the staff found it in between shows and held it for me. On the downside we’ve watched several cast members on their phones at Haunted Mansion instead of their jobs and we’ve been dismissed by cast members when we didn’t understand how to use the mobile ordering ! Glad to read about the retraining.
They need to return the grooming standards to what they weee before too. Allowing visible tattoos ruined the experience for me. The cast members now look like carnival workers.
I agree.
They need to return the grooming standards to what they were before too. Allowing visible tattoos ruined the experience for me. The cast members now look like carnival workers.
agreed
Imagine, if you will, the cost and time savings of all this additional training if The Resort simply brought back the furloughed who already invested their time and hearts in what was more than just a job. I rarely, if ever, even see a leader out and about anywhere anymore